AccountId: 011433970860
ContactId: 7223e2e6-ce7a-4c5c-b95f-6895a095fb8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168729 ms
Total Talk Time (AGENT): 53680 ms
Total Talk Time (CUSTOMER): 65488 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/7223e2e6-ce7a-4c5c-b95f-6895a095fb8e_20241230T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I was online trying to get registered and then it said that I was not able to create an account and told me to call customer service, so I'm just trying to figure out what's going on with it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]. OK. And what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's 1380858.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, let me pull up your file and then we can get you verified and proceed.
[AGENT][NEUTRAL] And you're needing help creating an online account, right?
[CUSTOMER][NEUTRAL] Yes, um, I need to file a claim, but I called the other day and a lady said I just need to go online and register and I could file a claim online. And so when I tried to register, I, I was not able to.
[AGENT][NEUTRAL] Right. OK. OK.
[AGENT][NEUTRAL] Got it. Let's see.
[AGENT][NEUTRAL] And verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what type of policy do you have with APL?
[CUSTOMER][NEUTRAL] Um, it's like a gap insurance policy with my job.
[AGENT][NEUTRAL] OK, and the employer's name?
[CUSTOMER][NEUTRAL] It's Riverbank and Trust.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] You know, I show that this policy is no longer active as of [PII]. Are you you still employed at this location?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's, you're not able to, to enroll because I'm showing the policy is no longer active.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] Alrighty, any other questions I can help out with today?
[CUSTOMER][NEUTRAL] No, I'll just contact my employer.
[AGENT][POSITIVE] OK, alrighty well thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.